Consumer complaints against airlines rose in the past year, but at a slower rate than in 2005/06, when there was a sharp increase following a European Commission regulation on passengers’ rights.
The UK Air Transport Users’ Council reported a 3% rise in written complaints in the year to April, a total of 6,289 – against a 50% increase in phone enquiries.
Cancellations caused 40% of all complaints. However, complaints about delays were down from 32% of the total to 18%. Mishandled baggage led to 10% of complaints, up from 8%.
The AUC accused airlines of failing to meet their legal obligations following cancellations due to the security alert at Heathrow last August and the fog at the airport in December.
It noted: “Too many complaints were from passengers who had incurred expenses they should not have incurred.”
The Council also noted increases in complaints about baggage allowances and taxes – blaming airlines for the former and the Government for the latter.
Baggage complaints rose almost threefold year on year, albeit to a total of just 140, with the AUC reporting: “Changes in airline baggage policies have broken with tradition [and] passengers have been caught unaware.”
Complaints about tax more than doubled, largely following the huge increase of Air Passenger Duty in February. A majority came from passengers who had paid for flights and were then asked for the additional APD.
The AUC also expressed concern at a rise in complaints about online reservation errors and in complaints relating to refunds.